Users Having Problems with the Video/Audio in a Meet Now or Consultation

The issue may be related to permissions if they are accessing the application through the broswer. Here are a couple of articles that will help them troubleshoot the permissions:

People can't see or hear me - Laptop or desktop - Browser

People Can't See or Hear Me on iPad - Browser

Steps to ask people to take:

1. Make sure they are using Windows 10/11 or Mac OS 10.12 or higher
2. Ask what browser they are using - it has to be Safari, Firefox, Edge or Chrome.
3. Ask them to complete a pre-call test
4. Ask them to check their internet speeds
5. Ask them to refresh the browser - Look for this type of icon
6. Ask them to restart their machine - Offer to wait on the line while they do this 
7. Ask if they have a hardwired internet connection and/or if they could switch to one
8. If they are not hardwired and/or cannot be hardwired ask if they can move to a different location with better wifi
9. Ask if they can hop on a quick meet now so that we can see if we can have better luck with them - this will not work if they are trying to see a patient at the same time

If none of this works, they may need to use an alternate method to meet with the patient while we investigate. Ask if they can provide the following information:

1.  Incident Date and Time
2. Organization and Clinic Name
3. Type of Device:
   • Mobile (Android/iOS)
   • Laptop (Personal/Work), provide Operating System, provide PC name if work issued
   • PC (Personal/Work), provide Operating System, provide PC name if work issued
4. Location: Home / Facility Name - Also city or town if they are willing to provide that info
5. Type of Connection: Wifi/Wired; VPN or no VPN
   • If in a Facility, provide Wifi Connection name (if known)
6. Browser
7. Speed test result where Consultation took place
8. Pre Call test result where Consultation took place
9. Did they Refresh the browser and/or Perform a reboot (Yes/No)
10. Virtual Visit type: (MeetNow/Consultation)